Outbound campaigns

Outbound campaigns are used for an active calling of customers. Daktela campaign module allows an easy import of phone numbers, including easy web based configuration of call scripts. These call scripts are shown to operators during their calls. Current status and performance of the campaigns and operators is updated in real-time and is shown in statistics and reports. Daktela supports manual dialing campaings as well as automatic predictive dialing campaings.

Basic Features

Create call scripts in minutes

Daktela enables drag and drop system for creating call scripts. You first create call scripts items (input boxes, select boxes, checboxes, radio buttons) and then drag them to the right place in the call script.

Predictive dialer

Daktela predictive dialer is an outbound call processing system designed to maintain a high level of utilization and cost efficiency in the contact center. The dialer automatically calls a list of telephone numbers, screens the unnecessary calls such as answering machines and busy signals, and then connects a waiting representative with the customer.

Bulk download of call recordings

Daktela enables bulk downloading of campaign's call recordings based on pre-defined filters. Call recordings can be downloaded via the web interface to ZIP file or there is access via FTPS.

History of changes - snapshots

Daktela saves all activities about each campaign data record and thus there is a complete change history available - snapshots. It is easy to find out, who imported a record or by whom and when the record was dialed or changed.

Importing and exporting

Importing and exporting of campaign data can be carried out in XLS, CSV or via API. It is possible to export the whole call scripts or just some items based on a variety of filters that you set. We are also able to deal with duplicates during import.

Listen in on calls

Daktela enables listen in on calls which is very useful in a call center to live monitor agents during converstations, especially during the training and call quality monitoring periods.

Advanced functions

Integration with external systems – CRM, BI

Daktela platform offers programmed API for integration with external systems. In case of an active call center, customers use mainly Daktela API for automatic import of data into campaigns, obtaining results from calls made by the operator or downloading of call records. Some customers download from Daktela platform raw data about calls, operators and campaigns for further processing and analysing. For example, you can use a ready-made plug into Keboola Connection.

Real time performance statistics

Daktela provides a variety of reports about the operation of active call centers, which are calculated in real time. There are available tools like realtime panel or LCD wallboard which can be customized from predefined widgets. Historical reports for campaigns display important parameters like availability, trending over time, number of orders, performance of operators and others.

Databases of phone numbers in a campaigns

We tried to make the administration of phone numbers in campaigns easier and more user friendly. In Daktela for each campaign you can create more databases of phone numbers and by importing of new phone numbers you can specify to which database the chosen phone number belongs. Databases in campaigns can be paused or active. You can have more active databases in campaigns at the same time. Paused database is used when the call answer rate or overall database quality is too low.